Customer Support Supervisor Position Available In Rockingham, New Hampshire

Customer Support Supervisor Confidential Salem, NH 03079

Key Responsibilities:

Supervise the customer service department’s day-to-day functions (both on-shore and off-shore) to ensure proper customer service is being delivered – provide training, support, quality assurance, escalation support, overall coaching, and administration Investigate and solve escalated customer support complaints in a timely manner Strategize and monitor the daily activities of customer service operations to ensure that all tickets (phone, email, chat), social messages/comments (Facebook, Instagram, YouTube), and customer reviews/questions are responded to in a timely manner Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis Implement customer support processes to enhance customer satisfaction (NPS scoring, etc.) Oversee and assess customer service staff activities, and provide them with regular performance-related feedback Ensure that customer returns or replacements are processed in a timely manner Ensure order fulfillment through Shopify/Shippo within the expected shipping time Inform the team of all new information related to products, procedures, and trends Assess support statistics and prepare detailed reports on the findings Hire and train new customer service agents Attempt to persuade customer to reconsider cancellation Able to educate the customer to sell products and services Stay informed on the latest industry techniques and methods Work with marketing team to fulfill orders and shipments Support marketing team as needed Perform additional duties

Requirements:

Bachelor’s degree in business administration or relevant field/experience 2+ years of work experience in a similar position Proficiency in customer service (Gorgias, Zendesk, etc.) and e-commerce (Shopify) software Outstanding written and verbal communication skills Good understanding of management practices and techniques Excellent leadership and interpersonal skills Affinity for multitasking with precision and attention to detail Native or Fluent English Speaker Must type over 45 wpm Must be able to work in a fast paced, small, entrepreneurial environment with an emphasis on collective, collaborative teamwork

Job Type:

Full-time Pay:

$50,000.00 – $65,000.00 per year

Benefits:

Health insurance

Schedule:

8 hour shift Ability to

Commute:

Salem, NH 03079 (Required)

Work Location:

In person